Discovery Life – Operations

Insurance Agent

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Life

Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients.  This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders.  It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

The successful applicant will be responsible for dealing with operations functions within the client servicing area (claims, call centre and technical credit control).  

Areas of responsibility may include but not limited to

• Answering inbound / outbound calls timeously providing satisfaction to Discovery Life policy holders.
• Responding to inbound / outbound correspondence, accurately, thoroughly and timeously.
• Managing all queries through to resolution
• Arranging for policy premium management
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Providing product information to all Discovery Life clients in line with standards and protocols
• Ownership and accountability of all telephonic and business written queries

• Processing online service quotes
• Processing service changes/claims admin over billing periods

• Ensuring resolution to first time queries
• Adhere to standard operating procedures and appropriate policies to ensure compliance
• Adhering to Protection of Client Information (POPIA) regulations and requirements

• Responsible for claim payment processing
• Implement testing plan / procedure as required to ensure enhancements to support the business is done accurately.
• Sourcing data, investigating billing issues
• Dealing with notification failures
• Responsible for refunds, credits and debits of ex-gratia or adhoc process on policies to make sure payments are accounted for.
• Monthly Reporting on work and stats

Personal Attributes and Skills

• Strongly customer service-focused
• Strong verbal and business written communication skills with an ability to influence and manage conflict effectively
• Analytical and attentive to detail
• Resourceful problem solver
• Interpersonally agile with excellent relationship building skills
• Systematic and organised with an ability to plan and prioritise effectively
• Resilient with an ability to work under pressure and adapt to change
• Flexible in response to working hours in line with business needs
• Results and deadline-driven
• Quick learner
• Team player and ability to assist other teams when ren applicable

Education and Experience

• Matric – Essential
• Diploma/Degree in Administrator or related tertiary qualification
• Data analytics qualification – advantageous
• Intermediate Proficiency with MS Office suite (minimum Excel, PowerPoint, Outlook, Word)
• Not more than 1-year Administration experience from vac work or part time work – Advantageous
• A minimum of 6 months Call Centre experience within a financial institution in an inbound environment – Advantageous
• Accounting knowledge – Advantageous
• Ability to operate independently and under pressure, to perform multiple concurrent asks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.